Air Conditioning Contractors
One Hour Air Conditioning and Heating
Complaints
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Complaint Details
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Initial Complaint
12/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a new air conditioner from One Hour Heating and Air Conditioning with a 10 year warranty. It has broken down twice since being purchased in the last 12 months. The air conditioner is a year old. So far the fan motor went out first, causing us to go almost 2 weeks with no A/C in the summer weather which reaches highs above 100 degrees. The second time it broke down, the compressor went out which caused a chain reaction of events that eventually ended up using freon. One Hour told us the replacement of the freon was not covered under warranty and we would need to pay $1300 for freon and wouldn't repair the unit until we paid the cost up front. Bottom line, why pay $18,000 for a new unit and warranty if all materials and parts are not covered.
Business response
12/17/2024
In August 2023, the customer purchased an HVAC unit from One Hour Air. In July 2024, the unit's blower motor failed. Unfortunately, no OEM motors were available locally, and one had to be shipped directly from the manufacturer, causing an unavoidable delay. To assist the customer during this period, we provided two portable air conditioning units. Once the warranty motor arrived, we promptly completed the replacement.
In November, the unit experienced a compressor failure. All associated parts were covered under the manufacturer’s warranty, and we waived all labor costs due to the unit’s recent installation. However, refrigerant is not covered under the manufacturer’s warranty, as it is classified as a gas and cannot be reused. Prior to any work being performed, we provided the customer with an estimate for the refrigerant replacement, which they agreed to.
We completed the compressor replacement, and as of this time, we have not received any further concerns or reports of issues from the customer.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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